National Institute of Education

The National Institute of Education (NIE) is a teacher training
institution in Singapore with about 350 academic staff members and
over 17,000 students enrolled in undergraduate, higher degree,
leadership programs, and professional development programs. NIE was
relying on a cumbersome, complex in‑house ITSM tool to manage IT
services. When the tool could no longer meet NIE’s fast‑changing
requirements, they turned to ServiceNow. By introducing a
user‑friendly service portal and live chat functionality, the
organization is enabled to better serve their teachers and students.
NIE has reduced the use of traditional touchpoints such as call‑in or
walk‑in cases by 20 percent and has increased its first time
resolution rate to meet its target of 90 percent.